Technical Support

Exciting Contract Opportunity for a Technical Support role with one of the Leading Tech companies.

Job Responsibilities:

• Provide users with Technical Support across software, hardware and integrations.

• Learn the Workplace product and our support tools.

• Deliver customer support via support tickets or screen sharing or other channels as needed.

• Investigate and troubleshoot technical issues and bugs which customers send us via support tickets.

• Attempt to reproduce customer's issue in internal test instance and escalate those promptly to higher support tiers or engineering as needed.

• Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.

• Other associated customer support work.

• Proposing and operating small budget projects or work on assigned projects.

TLDR:
This is mainly a customer support facing role with the aim to support critical High Potential customers and customers from high revenue segments.
This role requires providing regular updates to customers through different channels as well as carry out the necessary troubleshooting and investigations required to clarify the problem, reproduce the problem internally and escalate it as/if needed.
There will be a tight collaboration with the global team as well as other XFNs such as the regional Customer Success Managers and Solutions Architects as well as multiple Engineering Teams.
There is also a project work component which is related to identifying process improvement ideas and proposing those in a structured manner (bottom up approach), as well as working on assigned projects as a team (top down approach).
The amount of time dedicated to project work vs ticket work may vary over time due to shifting business priorities and needs.

•Summary:•
Job Responsibilities:
• Provide users with Technical Support across software, hardware and integrations.
• Learn the Workplace product and our support tools.
• Deliver customer support via support tickets or screen sharing or other channels as needed.
• Investigate and troubleshoot technical issues and bugs which customers send us via support tickets.
• Attempt to reproduce customer's issue in internal test instance and escalate those promptly to higher support tiers or engineering as needed.
• Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.
• Other associated customer support work.
• Proposing and operating small budget projects or work on assigned projects.
TLDR:
This is mainly a customer support facing role with the aim to support critical High Potential customers and customers from high revenue segments.
This role requires providing regular updates to customers through different channels as well as carry out the necessary troubleshooting and investigations required to clarify the problem, reproduce the problem internally and escalate it as/if needed.
This role will require becoming proficient with Workplace and the other supported products (mMA and Quest/Oculus for Business) and the related support tools.
There will be a tight collaboration with the global team as well as other XFNs such as the regional Customer Success Managers and Solutions Architects as well as multiple Engineering Teams.
There is also a project work component which is related to identifying process improvement ideas and proposing those in a structured manner (bottom up approach), as well as working on assigned projects as a team (top down approach).
The amount of time dedicated to project work vs ticket work may vary over time due to shifting business priorities and needs•Summary:•
Job Responsibilities:
• Provide users with Technical Support across software, hardware and integrations.
• Learn the Workplace product and our support tools.
• Deliver customer support via support tickets or screen sharing or other channels as needed.
• Investigate and troubleshoot technical issues and bugs which customers send us via support tickets.
• Attempt to reproduce customer's issue in internal test instance and escalate those promptly to higher support tiers or engineering as needed.
• Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.
• Other associated customer support work.
• Proposing and operating small budget projects or work on assigned projects.
TLDR:
This is mainly a customer support facing role with the aim to support critical High Potential customers and customers from high revenue segments.
This role requires providing regular updates to customers through different channels as well as carry out the necessary troubleshooting and investigations required to clarify the problem, reproduce the problem internally and escalate it as/if needed.
This role will require becoming proficient with Workplace and the other supported products (mMA and Quest/Oculus for Business) and the related support tools.
There will be a tight collaboration with the global team as well as other XFNs such as the regional Customer Success Managers and Solutions Architects as well as multiple Engineering Teams.
There is also a project work component which is related to identifying process improvement ideas and proposing those in a structured manner (bottom up approach), as well as working on assigned projects as a team (top down approach).
The amount of time dedicated to project work vs ticket work may vary over time due to shifting business priorities and needs